As companies integrate AI, automation, machine learning and voice recognition into a wider range of self-service options, the CX estate becomes increasingly large and complex.

If these touch points and data sources aren’t connected and managed properly, customers can become frustrated at repeating themselves, and agents waste time in collecting information that should have been captured before. Before long, you’ll find the NPS scores are down and the costs of your contact centre are going up.

The answer to this conundrum isn’t simply to increase headcount to manage more channels – the equivalent cost of agents is often 25-75 times that of self-service interactions. But there is a way.

It’s all about the customer

Connecting disparate interactions and self-service applications to give customers a consistent experience requires an underlying system that can bridge the gap between human agents and robotic processes.

Innovating CX capabilities on a platform that connects and understands the historical context of interactions allows companies to provide customers with the appropriate help at the right time – resulting in better outcomes for both parties.

Google Cloud Contact Centre AI

Genesys and Google have partnered to deliver truly intelligent and intent-based technology that helps you to maximise your existing investment in AI from other parts of the business and turn it into innovative customer experiences.

Predictive routing powered by machine learning and process automation quickly and efficiently finds the best possible match for incoming customer requests. Bots can assess the customer history to establish intent, and through natural language conversations can collect any additional data that will be required to complete the customer request.

A bot with back-up: Blended AI

Giving all this personal touch is Kate – the customer experience AI from Genesys that blends the best of human and machine capabilities. This Blended AI approach to CX means that customers can always reach a human agent when they need to, while benefiting from the efficiencies and power of technology.

All voice and chat bots live within Kate, giving your customers choice and high performance, and your contact centre the ability to connect human agents with bots. If a customer requires the help of a human, all the information collected from the bot on history, intent and predicted next steps is summarised in the agent workspace as part of the transfer.

Connected experiences

By providing agents with consolidated, useful summaries of customer information, order histories and predicted next actions, they can more easily assist customers, with no need for them to repeat the information gathering process. Customers can enjoy a smoother, faster transition, and experience better, more connected interactions with your brand, leading to an overall higher level of satisfaction.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.